Post reply

Upgrade option refused to be honoured (by Stephen C.):

Hi everyone,

I've recently purchased at Planet Hollywood Towers by Westgate in Las Vegas. I have purchased a 2 bedroom unit every other year.

The option to upgrade letter that Westgates gave me states that the upgrade is to a 4 bedroom every year instead of 2 bedroom every year.

I thought it was too good to be true and when I enquired about upgrading the New Owner Relations department confirmed that the upgrade is for a 4 bedroom unit.

I then tried to exercise the upgrade option and that's when the alarm bells starting ringing at the telesales department.

They state that there has been a script error and therefore Westgates will not honour the upgrade because it says that the option is upon availability. I accept that mistakes can be made but the customer service department still quote that the upgrade is for a 4 bedroom unit. Everytime I phone Westgates I get put through to a different adviser that, although not everytime, is usually uncompetent.

I'm just wondering if anyone has any advice or experience of mistakes like this. Do Westgates have any legal obligations to honour this paperwork and are they just trying to persuade me that they don't have to give me the 4 bedroom due to their mistake.

Thanks in advance for any help

Stephen Connor